volunteer handbook - hospice care ottawa · s:\volunteerprogram\general volunteer handbook\hco...
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S:\VolunteerProgram\General Volunteer Handbook\HCO Volunteer Handbook 2018.docx 1/25/2019
Volunteer Handbook
Revised Nov 2018
This policies and procedures summary is designed to provide a clear statement of
what Hospice Care Ottawa expects of its volunteers. The policies and procedures
contained in this document are in keeping with our mission, vision, and values. We
encourage you to use this as your primary reference tool to inform and guide your
actions and decisions when representing Hospice Care Ottawa.
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Contents
Welcome to Hospice Care Ottawa .............................................................................................................. 6
Our Mission: ............................................................................................................................................ 6
Our Vision: ............................................................................................................................................... 6
Our Values: .............................................................................................................................................. 6
A Look into our History ............................................................................................................................... 7
What is hospice palliative care? ................................................................................................................. 8
Who benefits from hospice palliative care? ............................................................................................... 8
What is involved in hospice palliative care? ............................................................................................... 8
Who provides palliative care? .................................................................................................................... 9
Volunteers play an important role............................................................................................................ 10
Ottawa Hospice Palliative Care Network .................................................................................................. 11
Hospice Care Ottawa’s Programs and Services ........................................................................................ 12
Residence Hospice Care Program ......................................................................................................... 12
In-Home Support Program .................................................................................................................... 13
Day Hospice Programs .......................................................................................................................... 14
Family Support Program ....................................................................................................................... 15
Volunteer Positions at Hospice Care Ottawa............................................................................................ 16
Direct Client Care Volunteers ................................................................................................................ 16
Residential Care Program .................................................................................................................. 16
In Home Support Program ................................................................................................................. 16
Day Hospice Program ........................................................................................................................ 16
Complementary Therapy Volunteers - .............................................................................................. 16
Bereavement Support Volunteers - ................................................................................................... 16
Non-Direct Client Care Volunteers ........................................................................................................ 17
Administrative Service ....................................................................................................................... 17
Special Events .................................................................................................................................... 17
Reception ........................................................................................................................................... 17
Gardening .......................................................................................................................................... 17
Flower Arranging ............................................................................................................................... 17
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Maintenance and Yard ...................................................................................................................... 17
Clean-up Days .................................................................................................................................... 17
Hospice Care Ottawa Organizational Chart .............................................................................................. 18
Hospice Care Ottawa Locations ................................................................................................................ 19
Policies Related to All Volunteer Roles ..................................................................................................... 20
Attendance ............................................................................................................................................ 20
Allocation of Resources ......................................................................................................................... 20
Anti-Discrimination ............................................................................................................................... 20
Communication and Engagement ......................................................................................................... 20
Computer Use and Security .................................................................................................................. 20
Concerns and Grievances ...................................................................................................................... 21
Confidentiality ....................................................................................................................................... 21
Corrective Action ................................................................................................................................... 22
Decision Making .................................................................................................................................... 22
Definition of “Volunteer” ...................................................................................................................... 22
Dismissal of a Volunteer ........................................................................................................................ 22
Possible Reasons for Dismissal .......................................................................................................... 23
Dress Code ............................................................................................................................................. 23
Education Opportunities ....................................................................................................................... 23
Eligibility ................................................................................................................................................ 23
Evaluations ............................................................................................................................................ 24
Flu Vaccination ...................................................................................................................................... 24
Gifts ....................................................................................................................................................... 24
Grievances ............................................................................................................................................. 25
Harassment ........................................................................................................................................... 25
Health Standards ................................................................................................................................... 25
Inclement Weather ............................................................................................................................... 26
Infection Control ................................................................................................................................... 26
Inactive Volunteer Status ...................................................................................................................... 27
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Injury While Volunteering ..................................................................................................................... 27
Insurance and Liability........................................................................................................................... 27
Leave Of Absence .................................................................................................................................. 27
Mileage Claim Policy ............................................................................................................................. 28
Personal Phone Numbers and Addresses (Including Email) ................................................................. 28
Performance Review ............................................................................................................................. 28
Pet Visitation Policy ............................................................................................................................... 28
Recognition............................................................................................................................................ 29
Recruitment, Screening and Management ........................................................................................... 29
Relatives of Employees/Clients/Volunteers as Volunteers ................................................................... 30
Record Keeping/Documentation .......................................................................................................... 30
Resignation ............................................................................................................................................ 30
Right of Refusal ..................................................................................................................................... 30
Scent Free Environment ........................................................................................................................ 31
Smoking ................................................................................................................................................. 31
Speaking On Behalf Of Hospice Care Ottawa ........................................................................................ 31
Special Case Volunteers ........................................................................................................................ 31
Substance Abuse ................................................................................................................................... 31
Support .................................................................................................................................................. 32
Telephone Use during Scheduled Shifts................................................................................................ 32
Transportation ....................................................................................................................................... 32
Training and Education ......................................................................................................................... 32
Visitors: Bringing Visitors on an Assignment......................................................................................... 33
Volunteer Experiences Loss of a Loved One ......................................................................................... 33
Volunteer/Client Relationship ............................................................................................................... 34
Volunteer Records ................................................................................................................................. 34
Witnessing documents .......................................................................................................................... 34
Fire Safety Plans: ....................................................................................................................................... 34
May Court Hospice ................................................................................................................................ 34
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Ruddy-Shenkman Hospice .................................................................................................................... 35
Maison de l’Est ...................................................................................................................................... 36
Volunteer Agreement to Abide: ............................................................................................................... 37
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Our Mission:
To provide compassionate high quality care to individuals and their
caring community, from the time of diagnosis through their palliative
and end-of-life journey. Our goal of care is focused on comfort and is
neither to prolong life nor hasten death.
Our Vision:
We are part of a dedicated, caring and inclusive community where
everyone has access to compassionate, high quality palliative and end-
of-life care when and where needed.
Our Values:
Compassion and respect guide all of our actions and decision-
making.
We are inspired by the courage and strength of those we serve.
Excellence in person-centered care is integral to all our work
and relationships.
Our work is grounded in our community. We embrace and
encourage collaboration, partnership and diversity.
Welcome to Hospice Care Ottawa
Thank you for your interest in becoming a Volunteer. As a new volunteer with our organization, you
will be joining The Friends of Hospice Care Ottawa Volunteer Community. Our volunteers are known
for their passion, dedication, and commitment. Without our volunteers our hospice services in Ottawa
would not exist.
Hospice Care Ottawa was formed in January 2013 from the coming together of two well established
Hospice Services; Friends of Hospice Ottawa and The Hospice at May Court. Both of these
organizations stemmed from separate local church communities who recognized the need for hospice
palliative care in the Ottawa area. Today, Hospice Care Ottawa has approximately 800 volunteers and
100 staff that provide high quality palliative and end-of-life care and support for people living in Ottawa
and their families.
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A Look into our History
2013 – Hospice Care Ottawa was formed from two existing hospice organizations; The Hospice at May Court and Friend of Hospice Ottawa. The history of both of these agencies is our foundation that has enabled us to move forward into a bright future for Hospice Care in Ottawa.
1986 – A group of parishioners from All Saints
Church in Sandy Hill begin exploring the idea of
starting a local hospice after caring for a fellow
parishioner who wanted to die at home.
1987 – The Hospice of All Saints’ first Board of
Directors is established and an Executive
Director is hired.
1988 – The Home Support Program is launched
and the first client admitted.
1991 to 1997 – The Bereavement Follow – up
program, Day Hospice and the Family Support
programs begin.
1998 – The May Court Club of Ottawa and the
Hospice Boards approve the relocation of the
Hospice to 114 Cameron Avenue. The
membership votes to change the name to The
Hospice at May Court.
2001 –The Hospice Residential Program admits
its first resident on January 22, becoming the
first program of its kind in Ontario.
2004 -2005 – The Hospice faces possible funding
cuts after its pilot residential funding from the
province is threatened. As a result of a
community letter writing campaign the province
formally recognizes palliative care and allocates
funding in its budget for the first time.
2006 to 2012 - Accreditation from the Hospice
Association of Ontario in 2006 and Accreditation
Canada in 2009 is received. The Hospice grows
to serve up to 600 individuals each year.
1994- The vision of Sylvia House hospice was
formed from the inspiration of how Sylvia Wing
dealt with her own last days very positively. As
her friends helped her to obtain her wish to die
at home, they quickly realized how little support
there was in the west end of the city.
1995- A Provisional Board of Directors was
selected from a group of committed volunteers.
1996- A permanent Board of Directors was
formed, an Executive Director and a Care
Coordinator was hired, and volunteers were
trained to provide In-Home Support,
Bereavement and Caregiver Support,
Transportation, and Day Hospice assistance.
1999- Sylvia House Hospice and The Salvation
Army joined together to form ‘The Salvation
Army Sylvia House Hospice’.
2003- The Salvation Army was forced to close
the doors of the Hospice which left existing
clients without the much needed service in the
west end. That same year a group of concerned
citizens got together and formed Friends of
Hospice Ottawa.
2004-Friends of Hospice Ottawa begin offering
hospice services; hiring one nurse, one event
planner and recruiting a dozen volunteers.
2005-2012 Friends of Hospice Ottawa receives
accreditation.
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What is hospice palliative care?
Hospice palliative care is aimed at relieving suffering and improving the quality of life for persons who
are living with, or dying from, advanced illness or who are bereaved.
Palliative care is a special kind of health care for individuals and families who are living with a life-
limiting illness that is usually at an advanced stage. The goal of palliative care is to provide comfort and
dignity for the person living with the illness, as well as the best quality of life for both this person and
his or her family. A "family" is whoever the person says is his or her family. It may include relatives,
partners and friends.
An important objective of palliative care is relief of pain and other symptoms. Palliative care meets not
only physical needs, but also psychological, social, cultural, emotional and spiritual needs of each
person and family. Palliative care may be the main focus of care when a cure for the illness is no longer
possible. Palliative care services help people in later life, who are ill, to live out their remaining time in
comfort and dignity.
Palliative care services are helpful not only when a person is approaching death but also during the
earlier stages of an illness. Palliative care may be combined with other treatments aimed at reducing or
curing the illness, such as chemotherapy. Families also benefit from support when their loved one is
dying and after his or her death.
Who benefits from hospice palliative care?
Individuals and families living with life-limiting illnesses benefit from palliative care. Many people who receive palliative care have cancer. Palliative care also helps those living with other diseases such as advanced Heart Disease, Respiratory and Kidney Disease, Alzheimer disease, AIDS, ALS and Multiple Sclerosis.
What is involved in hospice palliative care?
Pain management - People living with life-limiting illness may experience pain, causing concern
among families who seek to relieve it. Health care providers work with patients and their
families to find out what is causing the pain and the best ways to relieve it. Pain may be
managed with narcotics and other drugs and by other means such as massage therapy and
relaxation exercises.
Symptom management - Often people have to deal with a variety of other symptoms. These
can include loss of appetite, nausea, weakness, difficulty breathing, bowel and bladder
problems and confusion. Palliative care can help relieve these symptoms that may be very
distressing.
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Social, psychological, emotional and spiritual support - The health of the whole
person is important in palliative care. Because of this, palliative care services provide many
different kinds of support to both the individual and family.
Caregiver support- People may be concerned about whether they will be able to look after
their ill family member, especially when the person is being cared for at home. Palliative care
services that help the family cope include:
Advice and assistance from health care providers such as nurses and doctors who are skilled in providing palliative care.
Instruction on how to care for the person: for example, how to give medication, how to prevent skin problems, how to recognize when the person is close to death and what to do at that time.
Home support services that provide assistance with household tasks such as meal preparation, shopping and transportation.
Relief for the caregiver. Sometimes a volunteer stays with the person so the family caregiver can go out. In other situations, the person who is ill may go to a day program or enter a hospital or long-term care facility for a short period of time.
Bereavement support - Palliative care services provide support for family members to work
through their own emotions and grief regarding the death of a loved one. Bereavement support
may begin when the grieving process starts. This may be before the death of the family
member. Bereavement support is an important part of palliative care for people who may have
faced many losses over a short period of time.
Information and Referral - Hospices are places for caregivers and clients to ask questions about
hospice palliative care, gather information, and be referred to appropriate services and
professionals when required.
Who provides palliative care?
The majority of people approaching end-of-life are cared for by their family and friends. At certain times, they may need additional care and support. In these situations, palliative care is usually provided by members of a palliative care team. When a team is involved, the person and his or her family are encouraged to make choices about the kind of care they want and to take an active part in planning care. Who is on the team is determined by the needs of the person and his or her family. The team often includes nurses with specialized palliative care skills, the person's family physician; a physician specialized in palliative care, a social worker, a spiritual counselor and a pharmacist. Volunteers are an integral part of the care team:
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Volunteers play an important role in the palliative care team providing support services such as
companionship, relief for the caregiver, and practical support such as transportation for our client’s and their caring community. Volunteers are also involved in every aspect of the hospice such as facility and yard maintenance, administration and special events. Volunteers are involved in Hospice Palliative care in order to:
Provide consistency for clients, families and staff Provide commitment to quality treatment and end of life care Build relationships with clients and families which support them through difficult times Enhance flexibility in the system of care Provide a supplement to existing services Advocate on behalf of the individual client and service Undertake tasks which enhance quality of life for clients and their families Work with the professional team to identify the needs of clients and families. Bring the community perspective to the service Enhance resources for service delivery Provide the invaluable “gift of time”
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Ottawa Hospice Palliative Care Network
Patient
and
Family
Hospice
Care
Ottawa
Centre de
Service Guiges
Mission
Hospice
Rogers
House
Queensway
Carleton
Hospital Elizabeth
Bruyere
Hospital
Pain and
Symptom
Management
Team
Palliative
Care
Physicians
Local
Health
Integrated
Network
The Ottawa
Hospital
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Hospice Care Ottawa’s Programs and Services
Residence Hospice Care Program
The Residential Care Program provides end-of-life care in the final weeks of a person's illness, and
support for their family.
Professional care is provided 24 hours a day, seven days a week. Families and caregivers are
encouraged and welcome to participate in the life and care of their loved one at the Hospice.
A person accessing our residence must have OHIP coverage. If the person does not have a nurse case
manager from the Champlain Local Health Integration Network (LHIN) or a palliative doctor, one can be
assigned.
Once a person is admitted to our Residence Hospice Care Program, we refer to them as a resident
which encourage a home like feel.
Referrals to the Residential Program are made by Health Care Professionals. For more information
about the Residential program, either location and speak to the Team Lead of Residence or visit
www.hospicecareottawa.ca.
May Court Hospice
Hospice Care Ottawa has 9 Residential Care bed at our May Court Hospice location at 114 Cameron
Ave Ottawa ON K1S 0X1 – 613-260-2906
Ruddy-Shenkman Hospice – Hein House
Hospice Care Ottawa has 10 Residential Care beds and 2 Respite Care beds at our Ruddy-Shenkman
Hospice – Hein House location at 110 McCurdy Dr., Kanata ON K2L 2Z6 – 613-591-6002
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In-Home Support Program
Our In-Home Support Program offers emotional support and practical help to clients facing a life
limiting illness who are being cared for at home. The Hospice’s professional staff supports trained
volunteers who make weekly home visits.
These volunteers provide someone to listen, to read, to talk with, and
to take the client shopping, to the bank or on outings, to assist at meals or
to simply watch over while the client rests. This program allows caregivers
to do errands or to rest knowing that their family member is being cared
for.
Hospice volunteers are meant to complement existing support by
family, friends and visiting professionals. This program plays an important role in Hospice/palliative
care, especially for people who are isolated in our community. Not everyone has access to
the support of family and friends. The Hospice volunteer provides client support at home or retirement
home, while providing emotional support or respite to family or caregivers. This program is available
seven days per week.
The In-Home Volunteer Support Program provides but not limited to:
Respite for caregivers
Emotional and spiritual support
Referral and information
Comfort measures
Practical Support
Advocacy
Anyone can make a referral to Hospice — the client, a family member, caregiver, friend, physician or
other health care professional. When you contact Hospice Care Ottawa (HCO), our Coordinator will
meet with you and/or your loved one to explain our programs and decide the best type of care to meet
your needs. A volunteer match will then be arranged.
To make a referral to our Home Support Program, please call 613-680-0306
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Day Hospice Programs
Hospice Care Ottawa’s Day Hospice Programs are designed for clients living with a life limiting illness,
offering them a day out in a supportive and friendly environment. Safety and comfort are ensured by
the presence of a Program Coordinator and a team of volunteers. A delicious lunch, camaraderie and
laughter are some of the reasons that our Day Hospice Programs are so popular
The Day Hospice Program provides diversion, support and respite to clients
and their families, as well as access to care and assessment. Small groups of
approximately 15 clients meet from 10:00 to 2:00 usually on the same day
each week.
A volunteer driver can pick up the client in the morning and drive them back
home in the afternoon, or clients may arrange their own transportation. Coffee, tea, juice and muffins
are served upon arrival, and a light lunch is served.
Activities at the Day Hospice Program may include massage therapy, Reiki, art
program, reflexology, cards, jigsaw puzzles, reading, manicure/pedicure,
hairdressing, and social time with clients, volunteers and staff. A quiet room
or space to rest is available when required.
The Program Coordinator is a registered nurse who is always on site and is available to discuss health
related issues and community resources.
Day Hospice Days and Locations are:
Day Location Tuesday La Maison de L’Est
879 Hiawatha Park Orleans, ON
Tuesday, Wednesday Ruddy-Shenkman Hospice 110 McCurdy Dr Kanata ON K2L 2Z6
Tuesday, Wednesday, Thursday May Court Hospice 114 Cameron Ave Ottawa ON K1S 0X1
Thursday St. John's Anglican Church Richmond ON
To make a referral to the Day Hospice Program please call 613-680-0306
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Family Support Program
The Family Support Program offers counseling to caregivers who look after someone with a life-
threatening illness and to the bereaved who have lost a family member. The service provided by Family
Support Program Counselors is available to adults, adolescents, and children. Different
approaches are used according to the needs and age of clients (e.g. for children, sand play
therapy and drawing may be used). Counseling for bereaved family members whose
loved ones received hospice services is available as well as bereavement groups for
spouses and other family members. Qualified volunteers offer additional support to
family members with complementary therapies such as Therapeutic Touch, Reiki,
Reflexology, foot and massage. The Family Support Program also has a small resource lending library.
Anyone may make a referral to this program.
Caregiver Support
Hospice Care Ottawa hosts semi-annual caregiver retreats supporting up to 40 caregivers to a day of
rest and relaxation, on the banks of the Ottawa River, at the Galilee Retreat Centre. The spring retreat
is designed for family caregivers and the fall retreat is for hospice caregiver volunteers.
Bereavement Support
Hospice Care Ottawa provides support for the family after the death of a loved one. Our staff oversee a
group of dedicated volunteers who bring understanding, listening skills and help family members to
find comfort and peace even during grief. These caring individuals recognize that loss involves more
than death and may include anticipatory grief, as well as less tangible losses, such as loss of purpose,
loss of roles and/or functions and loss of hope. Sometimes it is hard to find a place where a bereaved
person can openly express feelings. Often, as time passes, family and friends may appear less
understanding and supportive and they want to “move on”. However a bereaved person may be
unable to simply carry on.
Some of our services include:
Referrals to specialized professionals
Support Groups and Drop in Program
A lending library, with many books to support people who are grieving
Grief walks in the community.
An annual Care & Share Bereavement Retreat in the fall.
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Volunteer Positions at Hospice Care Ottawa
Our volunteers, with their wide range of skills and dedication, make it possible for us to provide the services we offer. You can get involved in a variety of ways:
Direct Client Care Volunteers Prerequisite: Information session, interview, screening, 30 hour Hospice Palliative Care Core Volunteer
Training, volunteer commitment of 1 year
Residential Care Program – The role of the Residential Care Volunteer is to assist the care team in
providing high quality care for the residents and families who are utilizing this service. Residential care
volunteers work 3-4 hour shifts including mornings, afternoons and evenings, seven days a week.
Where there is a need, volunteers may also be asked to work a night shift to assist with a patient who
is very ill or dying.
In Home Support Program - The role of the In-Home Support Volunteer is to regularly visit clients in
their home with the purpose of providing high quality compassionate support to them and their family.
The volunteer provides companionship, comfort measures, practical support, emotional support and
respite to caregivers. The volunteer provides a unique role by being a neutral and non-judgmental
presence.
Day Hospice Program – The role of the Day Hospice Volunteer is to support the Program Coordinator
in offering guests a day away in a supportive and friendly environment. Volunteers help provide a
delicious lunch, camaraderie, laughter and one on one support throughout the day.
Complementary Therapy Volunteers -
Prerequisite: Interview, screening, 30 hour Hospice Palliative Care Core Volunteer Training, 1 year
experience as a Client Care Volunteer
Complementary Therapies Volunteers can provide Reflexology, Reiki, Therapeutic Touch, Healing
Touch, Yoga, Light Massage, and Meditation/Relaxation to people in hospice client care programs as
part of a holistic approach that is integrated into the interdisciplinary plan of care. Complementary
Therapies are performed by volunteers, who have completed the required training which meets basic
standards as established by the discipline and who have experience with clients in their own practice.
Bereavement Support Volunteers -
Prerequisite: Interview, screening, 30 hour Hospice Palliative Care Core Volunteer Training, 1 year
experience as a Client Care Volunteer, 3 day Grief and Bereavement Support Volunteer Training
Bereavement Support Volunteers offer emotional and practical support to bereaved clients of Hospice
Care Ottawa through our programs such as Grief Walk, Partner/Spousal Loss Groups, Bereavement
Drop-In Groups, One to One Support, and the Bereavement Retreat.
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Non-Direct Client Care Volunteers
Administrative Service
Volunteers assemble information packets, file, prepare mailings, write acknowledgements, data entry
and assist in most office needs during regular office hours.
Special Events
The role of the Special Events Volunteer is to contribute in the organization and preparation of a
Hospice Care Ottawa’s Special Event with the objective of raising funds for programs and services.
Reception
Reception Volunteers are the first point of contact for visitors entering our hospice locations. Their
role is to greet, screen and direct all visitors. They also help with deliveries, answering phone calls, and
other small administrative tasks.
Gardening
Garden Volunteers assist with planning, planting and maintaining the gardens between May and
October at all our hospice sites.
Flower Arranging
Volunteers come in on a regularly scheduled basis, Monday, Wednesday or Friday, either one or more
times a month, usually from 9 am to 12 pm, during which time they make new floral arrangements or
refresh existing ones from donated materials.
Maintenance and Yard
Volunteers assist with ongoing general upkeep of the facility including painting, repairs, moving, lawn
care etc.
Clean-up Days
Volunteers can help with yard clean up and light housekeeping chores.
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Hospice Care Ottawa Organizational Chart
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Hospice Care Ottawa Locations
Location Services Offered
Ruddy-Shenkman Hospice
110 McCurdy Drive
Kanata ON K2L 2Z6
Phone: (613)591-6002
Fax: (613)591-7002
May Court Hospice
114 Cameron Ave
Ottawa ON K1S 0X1
Phone: (613)260-2906
Fax: (613)260-5510
La Maison de l’Est
879 ch. Hiawatha Park
Orleans, ON K1C 3B1
Phone: (613)424-6560 x 223
Information and Referral In-Home Support Day Hospice Program French Language Service Bereavement/Family Support
Residential Hospice Care – 10 beds + 2 Respite beds
In-Home Support Day Hospice – Kanata, Richmond Bereavement/Family Support Information and Referral
Residential Hospice Care – 9 beds
In-Home Support Day Hospice Information and Referral
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Policies Related to All Volunteer Roles
Attendance
Volunteers are expected to be reliable in the performance of their volunteer duties. Volunteer
attendance is expected to be dependable and punctual. If a volunteer will be more than 10 minutes
late for a scheduled visit or shift, the caregiver, client or person they report to should be notified.
Volunteers are to inform staff supervisors or Coordinator of Volunteers Services of an impending
absence as far in advance as possible. If regular attendance is problematic, the coordinator will review
the placement with the volunteer.
Allocation of Resources
Hospice Care Ottawa (HCO) places a high value on the service provided by volunteers and commits to
ensuring adequate resources in order to support the volunteer program. As appropriate, volunteers
shall have access to HCO property and materials necessary to fulfill their duties. Property and
materials shall be utilized only when directly required for hospice purposes.
Anti-Discrimination
In alignment with the organization’s philosophy, which promotes the highest quality of service to all
community members in a caring, non-discriminatory manner, volunteers agree to provide the same
quality of service. Volunteers who are unfamiliar with a client group will be given the necessary
orientation to work with the needs of the group. Volunteers who discriminate against a
client/volunteer/staff based on race, sexual orientation, culture or religion will be dismissed from their
volunteer duties
Communication and Engagement
Volunteers will be included in and have access to all appropriate memos, materials and meetings
relevant to their work assignments. The responsibility for ensuring that the volunteer receives such
information will rest with the appropriate staff and Coordinator of Volunteer Services. Lines of
communication will operate in both directions. Related Policy: Staff and Volunteer Engagement Policy
2B -08
Complementary Therapies
Volunteers who are certified or licensed to perform Complementary Therapies may apply to the
Coordinator of Volunteer Services in order to offer their services to clients. Upon approval, the
volunteer will be granted permission to offer Complementary Therapy to clients after required hospice
orientation and training.
Computer Use and Security
The Hospice has in its possession sensitive client data, confidential information and valuable
equipment assets, which must be protected and safeguarded. The use of Hospice computers is strictly
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restricted to authorized Hospice volunteers. The staff person responsible for administration and
coordination of all computer equipment at the Hospice is the System Administrator. All technical
requirements must be directed to the System Administrator.
Concerns and Grievances
Concerns and grievances, when possible, should first be directed to a member of the Volunteer
Services Team. When necessary, they may be directed to the Executive Director of Hospice Care
Ottawa.
Related Policy: Staff and Volunteer Engagement Policy 2B -08
Confidentiality
All records and information relating to clients and their families are the property of Hospice Care
Ottawa and may not be released without the permission of the client. In the event that the client
cannot consent, their designated representative may consent to release of information.
Confidentiality or the right to privacy of information is upheld in all forms of communication at Hospice
Care Ottawa. The principles of confidentiality apply to all staff, members of the Board of Directors and
committees, volunteers and students. Confidentiality is upheld in all forms of communication, written,
verbal, and electronic.
Staff and volunteers must attempt to ensure confidentiality at all times by:
Avoiding using client/client/family/program participant names except where relevant when discussing cases
Keeping private phone calls private
Avoiding the discussion of cases or other confidential communications in communal spaces
Aiding each other in avoiding potential and actual breaches of confidentiality
Never discussing clients, clients, families or program participants outside of the hospice including the fact that someone is a client/client/family member or program participant
Applying these guidelines to communication regarding volunteers. Volunteers doing data entry of
information in volunteer files should restrict themselves to reading only the file information being
entered.
All staff, volunteers and Board members will be informed of the Hospice’s policy on confidentiality at
the beginning of their service. They will be required to sign a statement respecting confidentiality. This
agreement is a pledge by the signatory to observe confidentiality in all areas of individual, group,
written and computer work. A copy of the signed statement is filed in the Hospice’s records.
Related Policy: Privacy and Confidentiality Policy-v.1.0-ed_(A.1.xi)
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Conflict of Interest
Volunteers must act in the best interest of Hospice Care Ottawa and perform their volunteer duties
and arrange their personal and private affairs in such a manner that the public confidence and trust in
the integrity, objectivity and impartiality of the hospice are conserved and enhanced.
As a volunteer, you must:
Never take advantage of, or benefit from, information obtained in the course of your volunteer duties and responsibilities that is not available to the public.
Never accept employment from hospice clients or contacts.
Disclose any possible conflict of interest to the Support Care Nurse, Program Coordinator or Coordinator of Volunteer Services, so that a solution may be worked out. For example, being employed by a company or self-employed in a business that could be considered to be in competition with services offered by Hospice Care Ottawa.
Related Policy: 2016-09-28 Conflict of Interest Policy 2B-02 v1.0
Corrective Action
In appropriate situations, corrective action may be taken. Examples of corrective action include the
requirement of additional training, re-assignment of a volunteer to a new position, meeting with the
volunteer to correct the problem, suspension of a volunteer or dismissal from volunteer service. If
corrective action is taken, the affected volunteer will be informed of the procedures for expressing
his/her concern or grievance.
Decision Making
Volunteers play an important role in planning; they should feel free to make suggestions and should
have respect shown for an honest opinion or suggestion. Volunteers are active in all programs and
activities of the Hospice and serve at all levels of skill and decision-making.
Related Policy: Staff and Volunteer Engagement Policy 2B -08
Definition of “Volunteer”
Volunteers are individuals who without expectation of payment, contribute their time and service to
Hospice Care Ottawa in the belief that their activity will be both beneficial to the community and
satisfying to themselves. They are considered to be team members working alongside paid staff and
other volunteers fulfilling Hospice Care Ottawa’s mission.
Dismissal of a Volunteer
Volunteers who do not adhere to the policies and procedures of the Hospice Care Ottawa or who fail
to satisfactorily perform their volunteer assignment are subject to dismissal. No volunteer will be
dismissed until the volunteer has had an opportunity to discuss the reasons for possible dismissal with
a Coordinator of Volunteer Services.
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Possible Reasons for Dismissal
Possible grounds for dismissal may include, but are not limited to, the following: gross misconduct or
insubordination, being under the influence of alcohol or drugs, theft of property or misuse of agency
equipment or materials, abuse or mistreatment of clients, co-workers or volunteers, failure to abide by
agency policies and procedures, proselytizing, failure to meet physical or mental standards of
performance or failure to satisfactorily perform assigned duties or documentation.
Dress Code
Hospice Care Ottawa asks all volunteers to dress in a professional and role appropriate manner while performing their volunteer duties. Neatly groomed hair and nails present a positive visual impression.
All volunteers are to wear closed toed shoes while on duty at Hospice Care Ottawa. Exceptions may be made if the volunteer role is administrative only (such as office work/reception) as long as the style of shoe does not present a safety concern and provides for a professional appearance.
Some considerations include:
Sweatshirts, t-shirts with large graphics, logos or sayings that may be offensive to others are prohibited.
Sleeveless tops are not allowed in client care areas where you may be leaning over individuals.
Torn or ripped jeans or pants, short skirts or shorts and revealing tops are disallowed.
Large or many pieces of jewelry that can be distracting to clients/families, can give an unintended perception or, if it has sharp edges, may catch on client’s clothing or scratch sensitive skin.
The hospice is a scent-free environment. Therefore, please avoid using strong smelling perfumes, creams, soaps etc. prior to or during your shift.
Baseball caps and other hats often prevent clients/families from making direct eye contact.
Hospital scrubs or lab coats are not allowed to be worn by volunteers as they may give a false impression of your role.
Volunteers not abiding by the above will be asked to find alternative attire or they may not be
permitted to complete their volunteer shift.
Education Opportunities
Hospice Care Ottawa provides educational opportunities for its volunteers through our 30 hour
Palliative Care Training Course, quarterly all volunteer and staff education sessions, volunteer
meetings, newsletters, and by notifying volunteers of education workshops within the community.
Eligibility
Volunteers should have a sincere desire to help, be emotionally mature and be able to be non-
judgmental. Volunteers are required to successfully complete an interview by a Coordinator of
Volunteers Services and complete the appropriate Hospice Care Ottawa training program. All
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volunteers must meet the individual requirements outlined in the position description that the
volunteer is applying for.
Evaluations
Volunteers may be evaluated periodically to review their work. The evaluation is utilized to review the
performance of the volunteer, to suggest any changes in work style, to check the timeliness of
paperwork and accuracy of documentation, to convey appreciation to the volunteer and to ascertain
the continued interest of the volunteer in serving in that position. The evaluation is an opportunity for
both the volunteer and the agency to examine and improve their relationship. Informal evaluations
from the volunteer supervisor will also be conducted on an ongoing basis.
Flu Vaccination
Hospice Care Ottawa has updated its Immunization – Influenza Vaccination Policy.
We are recommending that all staff and volunteers who care for residents and guests be
vaccinated against Influenza. Once you have received your “flu shot” we are asking you to provide a
copy of your proof of vaccination to Volunteer Services.
If there is an outbreak at the hospice the follow will apply:
1. All staff and volunteers who have received the vaccination for the current season can continue to work
2. Staff and volunteers who have declined the vaccination, but have taken anti-viral can return to work after 72 hours after starting treatment
3. Staff and volunteers who have declined vaccination and anti-viral may not return to work until the HCO has declared it safe to do so. This leave will be unpaid.
Related Policy: HCO Influenza v2.0 Sept 2014
Gifts
Volunteers and staff are prohibited from accepting gifts, favours, services, entertainment or any other things of value offered by a client, family member, staff, volunteer, contractors, suppliers, service vendors or potential suppliers of Hospice Care Ottawa. While gifts of cash are never acceptable, staff and volunteers may accept nominal gifts of food, plants or drink. Staff and volunteers should discuss with their supervisor whether the nature and value of the gift are appropriate to the situation and context in which the gift or entertainment is offered.
In lieu of a personal gift, it is recommended that the volunteer suggest that the family make a contribution to Hospice Care Ottawa in order to help us continue to provide high quality care at no charge. A volunteer, staff, or family may also make a contribution to Hospice Care Ottawa in memory of a client.
Related Policy: Fundraising Policy
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Grievances
Complaints and grievances regarding staff are submitted to a manager on the Senior Leadership Team
or Executive Director. The Director works to rectify the situation. Complaints and grievances regarding
volunteers are submitted to a Coordinator of Volunteer Services or the Manager of Volunteer Services.
The Coordinator or Manager works to rectify the situation.
Harassment
Hospice Care Ottawa is committed to providing its volunteers with an environment that is free from
any form of harassment. We do not tolerate any sexual, physical, or psychological harassment or any
such conduct that creates an offensive, hostile, intimidating or humiliating working environment.
While it is impossible to list all those circumstances that may constitute harassment, the following are
some examples:
name calling or intimidation
offensive jokes or practical jokes that cause awkwardness or embarrassment
unwelcomed sexual advances, requests for sexual favors, or other unwelcomed verbal or physical contact of a sexual nature
persistent and unwelcomed requests for dates
distribution or production of denigrating or degrading pictures or cartoons
harassing or unwelcomed letters/emails, telephone calls or visits
threats or retaliation if a person refuses sexual advances or makes a complaint
engaging in threatening behaviour toward another person
unwelcomed remarks, jokes, sarcasms, innuendoes or taunting about a person’s gender, body, attire, age, ethnic or national origin, sexual orientation or religion
If you believe that you have been subject to harassment, you have the right to file a complaint with
Hospice Care Ottawa. You may do this in writing or orally to the Coordinator of Volunteer Services,
who is also available to discuss any concerns you have about filing a complaint. We will act promptly,
eliminate the conduct and impose corrective actions including disciplinary actions where appropriate.
Relation Policy: 2016-09-28 Workplace Anti-Violence, Harassment, and Sexual Harassment B2- 04
v1.0_(B.1.1a,v)
Health Standards
Volunteers are expected to be in good health and to report to the Hospice staff if they have any
restrictions in terms of the tasks they may encounter in their volunteer activities. Volunteers will report
to the Hospice staff if they are in ill health and unable to continue their duties.
All volunteers must meet health requirements related to volunteer role prior to their acceptance as a
volunteer.
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Inclement Weather
To ensure the safety of clients, volunteers and staff during periods of inclement weather, Hospice Care
Ottawa (HCO) will cancel HCO programs as appropriate. HCO will follow the lead of the Ottawa
Student Transportation Authority (OSTA). If the OSTA cancels school bus transportation, HCO, will
cancel community programs and select meetings.
Related Policy: HCO Inclement Weather Policy
Infection Control
Volunteers are expected to comply with the infection control standards of Hospice Care Ottawa
regarding hand washing and hand sanitizing, cough etiquette, food and beverage preparation and
additional precautions required from time to time in the residential hospice. Volunteers are not to
report to duty, meetings or educational sessions if sick. Volunteers are to give ample notice of possible
illness by communicating with the Coordinator at the first symptoms of infectious illness (e.g. colds,
sore throat, and flu). Volunteers with an infectious illness are asked to not wait until the day before a
scheduled shift to inform us of their illness. We appreciate the commitment volunteers have but please
call two or three days ahead of the shift to discuss your health status so we are able to find a
replacement if necessary.
Principles of good aseptic technique and routine practices will be followed with all clients both for their
safety and the safety of Volunteers. These include:
Hand washing - Thorough hand washing with soap and water is essential in controlling the spread of
infectious organisms. Soap should always be available and hand washing should occur before and after
client care, after contact with contaminated items, and when preparing or eating food.
Gloves - Gloves provide an additional barrier, especially if the caregiver has open sores on the hands.
They should also be worn if the client has been incontinent or vomited, or is bleeding and when
handling soiled diapers, linen or clothing. Hands should be washed after removing gloves.
Sharps - needles and other sharp items contaminated with blood should be placed in puncture
resistant containers immediately after being used.
Disposal - Disposable items such as gloves, diapers, under pads, tissues, paper towels, and dressings should be put in plastic garbage bags, tied shut, then placed in a second garbage bag and disposed of in an appropriate manner.
Further Precautions For Certain Communicable Diseases:
In addition, to the above precautions, a few added principles must be followed in caring for a client
with certain communicable diseases, e.g., Hepatitis, MRSA, etc
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Gowns should be worn when there is risk of the clothing being soiled with blood or body fluids.
Contaminated Surfaces (floors, walls, counters, furniture, etc.) should be cleaned first with hot soapy water, then with a solution of 1 part Javex to 9 parts water and left for 20 minutes or until initially well-moistened surfaces are dry.
Soiled Linens can be washed in hot soapy water with one cup of bleach added.
Inactive Volunteer Status
A volunteer may be placed on inactive status when:
The volunteer makes the decision that s/he is no longer interested in doing volunteer work with Hospice Care Ottawa
The volunteer cannot keep the commitment to volunteer on a regular basis for whatever reason.
The volunteer does not submit required documentation necessary to be an active volunteer.
The volunteer has not contacted their Coordinator of Volunteer Services in over three months and attempts have been made to contact the volunteer through phone calls and a letter.
Injury While Volunteering
Volunteer safety is a key component of Hospice Care Ottawa. If at any time you are injured while
volunteering for HCO, please take the following steps:
Receive medical attention for injury (e.g. first aid, emergency)
Immediately report your injury to the Coordinator or Support Care Nurse and discuss your ability to continue your assignment
Complete an Incident Report and submit to Support Care Nurse or Coordinator of Volunteer Services.
Insurance and Liability
Hospice Care Ottawa’s insurance policy provides coverage for volunteers for any suits brought against
them associated with duties sanctioned by Hospice Care Ottawa.
The policy does not cover:
fraudulent, illegal, dishonest or criminal acts committed by the volunteer and found to be so by a court
claims where the volunteer may gain personal profit or advantage to which they are not legally entitled
claims applying to any liability for “bodily harm” or “personal injury” arising out of any form of physical, emotional or sexual abuse inflicted by a volunteer
claims where the volunteer performed duties outside the scope of their position description
Leave Of Absence
Volunteer can request a leave of absence from his/her volunteer placement should they require time
off for a significant length of time. Should the volunteer require being absent for more than one
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month, the volunteer will be placed on a leave of absence. If the volunteer returns within four months,
every effort will be made to hold their regular shift. However there cannot be guarantees that their
regular shift will be available to them upon their return.
Mileage Claim Policy
Hospice Care Ottawa (HCO) recognizes that volunteers utilize their personal vehicle to support
Hospice. HCO considers this use of a personal vehicle as a “gift in kind”. HCO has been in consultation
with the Canada Revenue Agency and has determined that volunteers who report mileage to HCO can
receive a “Gift in Kind” receipt for income tax purposes. In order to receive this receipt, a volunteer
must initially sign a directive statement and then submit mileage documentation monthly.
Related Policy: 4-VS-GEN-3 Volunteer Mileage Claim Policy v.1.0
Personal Phone Numbers and Addresses (Including Email)
It is inappropriate to give out your telephone number or address (including email) to clients and their
family members. Giving personal phone numbers may convey to a client or family member that you
are on-call or that you are available at any time. No team member provides this information. When
those you help care for need to contact you, please instruct them to contact the appropriate Hospice
Care Ottawa office.
Performance Review
Volunteers may receive an evaluation of performance in relation to the position description. The main
purpose of the performance review is volunteer development as a means of assisting the volunteer to
develop her/his personal and professional potential and as a means of assisting the Hospice to
effectively achieve its goals and objectives. Topics of discussion will include the volunteer’s satisfaction
with the placement, activities and work environment, effectiveness of the orientation and training,
supervisor’s satisfaction with the amount and type of supervision, need for more information or
training.
Pet Visitation Policy
In keeping with our goal of a home-like environment and improved quality of life for our clients, HCO
permits accompanied visitation of pets (dogs and cats only) for limited time periods to clients in the
residential hospice. Pets are not permitted to stay overnight or live in with the resident, nor are they
permitted in the day hospice program, except for approved service dogs and certified pet therapy
dogs. All pet visits must be pre-approved by the Manager of Clinical Care and/or her designate.
Volunteers are not permitted to bring in their pets to any hospice assignment, unless arranged through
the pet therapy program.
Related Policy: HCO Pet Visitation v1.0
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Recognition
Hospice Care Ottawa values the involvement of volunteers and seeks to recognize their efforts on an
ongoing basis. Staff is encouraged to offer appreciation and recognition to volunteer regularly. An
annual recognition event is held in the spring/summer to honour our volunteers.
Recruitment, Screening and Management
Organizations that provide programs and services to vulnerable people must take reasonable measures
to protect them. This is why we have screening policies for staff and volunteers who will have contact
with vulnerable people. The other reason is to ensure that our volunteer applicants are the right fit for
our organization.
The screening process includes steps such as recruitment, training and orientation. The steps that are
most important in determining the suitability of a candidate are interviews, reference checks, and a
police records check.
Screening tools assist the Coordinator of Volunteer Services in selecting appropriate volunteers,
reducing the risk of liability exposure to Hospice Care Ottawa, and increasing the probability of a
positive experience for the volunteer and most importantly the client.
The volunteer application is the first step of the screening process. Applicants for client-care positions
require a screening interview, reference checks, police records check, and training.
Acceptance as a volunteer is not guaranteed, and is subject to clearing the screening process and
availability of volunteer positions. If any candidate is not considered to be suitable, reasons will be
discussed with the person.
Professional and administrative staff at the Hospice must ensure that the client's needs have priority.
Therefore, all volunteers will be counseled and supported in choosing assignments that are consistent
with their abilities to meet the client's needs, the Hospice's needs, and their interest.
Applicants who are considered to be suitable candidates will be informed of the dates and times of the
training program.
Midway through the Orientation Program, the Coordinator may schedule interviews with Volunteers.
The purpose of this interview will be mainly to discuss with the Volunteer any questions or problems
and discuss readiness to begin.
It must be stressed that the training program is not intended to produce "experts" in palliative care but
will give some basic understanding of Hospice philosophy and the confidence needed for the new
Volunteer to begin.
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The first year of working as a member of Hospice Care Ottawa will be the probationary period.
Coordinators will be available to discuss roles with Volunteers following the probationary period as
well.
It must be noted that if at any time during the Training Program the Coordinator or a Volunteer is
questioning whether he or she should continue, this will be discussed immediately and, if consultation
is needed, the issue will be discussed with an appropriate member of the Interdisciplinary Team.
Related Policy: 4-VS-GEN-1 Police Records Checks
Relatives of Employees/Clients/Volunteers as Volunteers
Relatives of staff may be accepted as volunteers, where such service is not a conflict with provision of
services to the client or to others. They will not be placed under the direct supervision or within the
same program as other members of their family who are employees.
Relatives of clients or former clients may also serve as volunteers. If the client is recently deceased and
depending on the relationship, the relative may be required to wait for one to two years before being
accepted as a volunteer.
Record Keeping/Documentation
Hospice Policy requires all volunteer contact with clients to be documented in the client report in a
timely manner. A volunteer will be reminded to submit reports a few times. If volunteer neglects to
comply, disciplinary action will be taken. Please see Volunteer Position Description for more details on
specific reporting obligation.
Resignation
Volunteers resigning from a volunteer position with the Hospice should give reasonable advance notice
to the Coordinator of Volunteer Services. Volunteers will be invited to participate in an exit
interview with the Coordinator or Volunteer Services.
Right of Refusal
Hospice Care Ottawa Coordinator of Volunteer Services has the right to refuse the services of
applicants and current volunteers if their skills do not match those required for the task.
Hospice Care Ottawa Volunteers have the right to refuse a task requested of them, given they provide
the Coordinator of Volunteer Services a valid reason.
The refusal to provide service to a client based on race, gender, age, religion, and or sexual orientation
will not be tolerated and will lead to dismissal.
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Scent Free Environment
Hospice Care Ottawa is a scent free organization. In consideration of staff, volunteers, and clients who
may suffer from chemical sensitivities and/or allergies, we ask that you refrain from wearing scents
such as perfumes, cologne, strong smelling hair products, etc. while visiting the hospice and or
representing the hospice.
Related Policies: 2015-01-01 Smoke-Free Environment Policy 02-01 v1.0
Smoking
Smoking is prohibited in the Hospice and surrounding grounds as per the City of Ottawa’s Smoke-Free
Workplace by law. Home Support Volunteers will refrain from smoking before and during their shifts.
Transportation Volunteers will empty their ashtrays if necessary before they transport clients and will
refrain from smoking in their automobile during their assignment.
Related Policies: 2015-01-01 Smoke-Free Environment Policy 02-01 v1.0
Speaking On Behalf Of Hospice Care Ottawa
Any media work, advocacy or fundraising efforts are outside duties and responsibilities of volunteers,
unless Hospice Care Ottawa has designated, trained and approved these activities as part of the
volunteer’s position description, committee or board responsibilities. A volunteer will seek permission
from the Executive Director prior to speaking to the media and/or fundraising of behalf of the Hospice.
Special Case Volunteers
Hospice Care Ottawa accepts as volunteers those participating in student placements, corporate
volunteer programs, volunteer referral programs and other placements on a case by case basis, when
possible. A volunteer must be officially accepted and enrolled prior to the performance of a task. In
each of these cases, a special agreement will be in effect with the organization, school or program from
which the special case volunteers originate, which identifies responsibility for management and care of
the volunteers.
Substance Abuse
Volunteers shall avoid use of drugs or alcohol while representing and performing a role at Hospice Care
Ottawa, this does not include medications taken under the supervision of your physician. Volunteers
shall avoid appearing on duty, or be on duty, while under the influence of drugs or alcohol.
When performing volunteer work for Hospice Care Ottawa volunteers are prohibited from:
Consuming or being under the influence of unlawful drugs or substances
Consuming of being under the influence of alcohol, unless otherwise specified
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If staff suspects substance use by a volunteer, s/he is to bring the concern to the immediate attention
of the Coordinator of Volunteer Services. Any violation of this policy will be dealt with in a manner
consistent with the disciplinary policies.
Support
It is important that all client care volunteers and receptionists have back up support in the event that
they encounter trouble. A Hospice Coordinator/ Nurse will be accessible at all times when agency
volunteers are on assignments.
Telephone Use during Scheduled Shifts
Volunteers should avoid using the telephone for personal use at a client’s home, in a resident’s room
or at reception unless it is an emergency call.
Transportation
As part of the services offered to clients, HCO offers regularly scheduled drives to the Day Hospice
Program when guests cannot access transportation independently; and can incorporate transportation
into an In Home Support weekly visit when clients require drives to errands and outings as part of their
plan of care. Volunteers must be screened for driving which includes a Police Vulnerable Records
Check, References, an uncertified driver’s record check, and proof of insurance and licensing.
Related Policies: 4-VS-TR-1TRANSPORTATION FOR HOSPICE CLIENTS V1.0 AND
4-VS-TR-2 VOLUNTEER DRIVER SCREENING V1.0
Training and Education
All Volunteers will receive Hospice Care Ottawa’s Volunteer Handbook (part 1&2) which includes
information about our hospice, programs and volunteer positions, and our policies and procedures.
Client Care: Our client-care volunteers engage with a vulnerable population, and thereby require specialized
training. Therefore, our Hospice Palliative Care Core Volunteer Training is mandatory for all volunteers
who will be working directly with clients. The training is based on the guidelines and standards of
Hospice Palliative Care Ontario (HPCO). All client-care volunteers must complete this course before
being assigned a client. Volunteers are responsible for making up any missed modules in future
sessions and will not be assigned a client care position until all modules are completed.
Food Handler:
Since food preparation is one of the tasks at the Richmond Day Hospice, volunteers working in these
programs may be asked to take the City of Ottawa’s Certified Food Handler Training. The cost of this
course is covered by Hospice Care Ottawa.
Office, Special Event and House and Gardens:
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Orientation to Hospice Care Ottawa is provided to volunteers working with special events, property
maintenance and in the office, for which the 30-hour course is not mandatory. The purpose of
orientation is to introduce volunteers to staff and fellow volunteers; to learn about Hospice Care
Ottawa and their role in it; to raise skills and confidence to perform their duties; to complete all
pertinent forms; and to answer any questions new volunteers may have.
Continuous learning opportunities:
Hospice Care Ottawa also offers continuous learning opportunities (e.g. seminars, conferences,
webinars, workshops) for all volunteers on an on-going basis.
Visitors: Bringing Visitors on an Assignment
It is inappropriate for friends, family or other visitors to accompany a volunteer during assignment.
This is a breach of confidentiality. The volunteer went through a competitive selection process and a
training program to become a Hospice Care Volunteer. This process prepares the volunteer to follow
Hospice Care Ottawa policies and procedures. Family or friends may be well-meaning but they have
not had the benefit of training nor are they covered under Hospice Care Ottawa’s insurance policy.
They may inadvertently say or do something that is inappropriate, have an unexpected and
uncomfortable reaction to what they encounter, or provide a safety concern. A situation like this could
compromise the volunteer or client.
Volunteer Experiences Loss of a Loved One
People who are applying to provide support in the client care programs of Hospice Care Ottawa and
who have recently experienced a personal loss of a close loved one are required to wait two years
before doing Hospice caregiving. A closed loved one is defined as a spouse or partner, parent, sibling,
child and any other significant relative or friend. Reception applicants are asked to wait a year prior to
beginning this work. Applicants for other positions will be assessed on a case by case basis.
Hospice Care Ottawa volunteers who experience the loss of a close loved one are asked to take time
away from their volunteer duties to allow for grieving. A discussion will be had between the volunteer
and Coordinator of Volunteer Services with regards to the amount of time to be taken before returning
back to duties. Required time frames off include a minimum of three months for client care volunteers
and six months for bereavement volunteers at which time there will be a review with the Coordinator
of Volunteer Services to assess readiness to return. Time off for other volunteers will be discussed on a
case by case basis.
Hospice Care Ottawa volunteers may return to their current role if available, or a different role.
Hospice will do our best to accommodate volunteer choice.
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Volunteer/Client Relationship
Volunteers must maintain professional conduct when providing services to clients.
Volunteers must not take advantage of, or benefit from, information obtained in the course of their
volunteer duties and responsibilities that is not available to the public.
Volunteers will not enter into any financial arrangements with clients. This includes the lending or
borrowing of goods or money.
Volunteers will not accept gifts from clients. Food items or those of little or no commercial value are
exempt.
Volunteers shall not give gifts, food or beverages to or do favors for Hospice clients and families.
Volunteers will not have any intimate or sexual relations with clients and families with whom they are
providing services. It is the responsibility of the volunteer to inform the Coordinator of Volunteer
Services of such relations.
Volunteers will respect their designated work shifts. Personal or social visits with the clients and their
family members are not permitted outside scheduled volunteer time.
Volunteers will not purchase items from their clients.
Volunteer Records
Volunteer records are kept in a secure location-paper files are in a locked cabinet, and web-based
electronic records are in an encrypted web-based case management system called Info Anywhere.
Volunteer records are kept confidential, and are only accessed by the Coordinator of Volunteer
Services and their administrative support volunteers.
Inactive files are maintained for a minimum of three years, after which all personal information on
paper is shredded.
Witnessing documents
Volunteers and staff are not allowed to witness signatures or sign as witnesses on any documents for
Hospice Care Ottawa clients and their families.
Fire Safety Plans:
May Court Hospice
When the fire alarm sounds and there is no evidence of fire in your area:
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All individuals including staff, volunteers and clients should gather in the RECEPTION AREA. If there is evidence of a fire near the RECEPTION AREA or in your path to get to the RECEPTION AREA, exit building by closest fire exit.
The senior staff person in the building will go to the closest fire panel, determine the location of the
fire and take appropriate action as follows:
If it is obvious that there is no immediate danger to clients, staff and volunteers, then the senior staff person will direct the others to remain calm and stay in the reception area until the Fire Department arrives.
If the fire is located inside the Day Hospice/Office Area and poses a threat to clients, staff and volunteers, then the senior staff person will direct everyone to be evacuated from the danger zone to a safe zone, in the quickest and safest manner.
Ruddy-Shenkman Hospice
When the fire alarm sounds and there is no evidence of fire in the building:
All individuals including staff, volunteers and clients should gather in the RECEPTION AREA. If there is evidence of a fire near the RECEPTION AREA or in your path to get to the RECEPTION AREA, exit building by closest fire exit. The most (1) senior staff person or (2) facility personnel in the building will go to the closest fire panel, determine the location of the fire and take appropriate action as follows:
If it is obvious that there is no immediate danger to clients, staff and volunteers, then the senior staff person will direct the others to remain calm and stay in the reception area until the Fire Department arrives.
If a fire poses a threat to clients, staff and volunteers, then the senior staff person will direct everyone to be evacuated from the danger zone to a safe zone, in the quickest and safest manner.
When the fire alarm sounds and there is evidence of a fire in the building,
All individuals including staff, volunteers and clients should exit building at the closest emergency exit
possible.
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The (1) senior staff or (2) facilities personnel will take charge and ensure:
911 is called
Volunteers, clients and staff gather in a safe zone outside away from the building.
Maison de l’Est
When the fire alarm sounds and there is no evidence of fire in your area:
All individuals including staff, volunteers and invitees should gather in the AREA near the front
entrance.
The senior staff person in the building will go to the closest fire panel, determine the location of the
fire and take appropriate action as follows:
If it is obvious that there is no immediate danger to clients, staff and volunteers, then the senior staff person will direct the others to remain calm and stay in the meeting area until the Fire Department arrives.
If the fire is located inside the Day Hospice/Office Area and poses a threat to invitees, staff and volunteers, then the senior staff person will direct everyone to be evacuated from the danger zone to a safe zone, in the quickest and safest manner.
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Volunteer Agreement to Abide:
I acknowledge that I have received a copy of Hospice Care Ottawa’s Volunteer Policies and
Procedures and I agree to abide by them.
I am aware that if, at any time, I have questions regarding Hospice Care Ottawa’s Volunteer
Policies and Procedures, I should direct them to a Coordinator of Volunteer Services.
________________________________
Volunteer Printed Name
________________________________ ___________________________
Volunteers Signature Date